Infusionsoft retools for growth Benefits from Helpstream ◆ 50% reduction in case volume ◆ 54% self service incident resolution ◆ 30% self service resolution via community-based service ◆ Accelerated incident resolution and significantly improved customer satisfaction ◆ Better insight into customer utilization of Infusionsoft products and improved cross sell / up sell ◆ Improved knowledge base currency and completeness ◆ Faster dissemination of expert knowledge and time to CSR proficiency ◆ Decreased systems management costs related to decommissioned systems H E L P S T R E A M C A S E S T U D Y For Infusionsoft, providing small businesses with innovative strategies for growth isn’t just about developing great marketing automation software – it’s about an unrelenting commitment to provide truly exceptional customer service. As their recent top 10 ranking in revenue growth on Software Magazine’s Software 500 list illustrates, their commitment to creating great customer success stories is beginning to pay off. For Infusionsoft, headquartered outside of Phoenix, Arizona, improving their customers’ sales conversion rates and helping them drive repeat business has always been a key focus. Their products have come to represent ease of use and affordability, particularly for companies with between 1 and 25 employees. But, even more importantly, maintaining the Infusionsoft brand and enabling entrepreneurs to create personalized marketing and sales communications has become integral to the success of many of their customers’ growth strategies. It’s no wonder that 20% of Infusionsoft customers doubled their sales in the last year alone. Key Challenge Manage Growth While Providing Exceptional Customer Service In 2008, Infusionsoft’s rapid growth posed significant challenges. They had always provided customers unlimited, friendly telephone support. The problem now became a pressing need to be more efficient in delivering services to a larger and more diverse customer base. For example, agents had access to a popular knowledge management tool, but agent-assisted support processes could not scale fast enough to accommodate increased demands. A standalone customer forum also provided tantalizing promise. It enabled customers to interact and get answers to questions, but as the number of users increased discussion threads became long and branched to multiple topics. Users needed to read through multiple pages to get to the best answer to their question, and they began to rely on calling agents to get quick answers. The customer case tracking system itself was homegrown and not integrated with either the forum or the knowledge base. The result – proliferation of manual activities across multiple support processes required to log cases, research and communicate solutions, and maintain the knowledge base. Before long, it became obvious that to support their business growth, customer support would need to be completely reengineered. So would supporting processes across multiple departments including sales, marketing, finance, product management, and product development. ® community-driven customer service
Helpstream Case Study
Nov 28, 2014
We believe a customer is a terrible thing to waste. At Helpstream we help companies build web-based customer service communities that enable them to solve customer problems fast and engage customers in ways that have traditionally been cost prohibitive.
Today we are helping hundreds of companies unlock tremendous ROI from their customers by:
* Turning customers into problem solvers
* Sourcing new innovations and ideas from customers
* Generating word-of-mouth referrals from customers
Deployed in the cloud and designed from the ground up for customer service, Helpstream can be up and running fast and quickly transform the way you engage customers.
So if you want to stop wasting your customers, let us help at http://www.helpstream.com
Today we are helping hundreds of companies unlock tremendous ROI from their customers by:
* Turning customers into problem solvers
* Sourcing new innovations and ideas from customers
* Generating word-of-mouth referrals from customers
Deployed in the cloud and designed from the ground up for customer service, Helpstream can be up and running fast and quickly transform the way you engage customers.
So if you want to stop wasting your customers, let us help at http://www.helpstream.com
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Transcript
Infusionsoft retools for growth
Benefits from Helpstream ◆ 50% reduction in case volume
◆ 54% self service incident resolution
◆ 30% self service resolution via community-based service
◆ Accelerated incident resolution and significantly improved customer satisfaction
◆ Better insight into customer utilization of Infusionsoft productsand improved cross sell / up sell
◆ Improved knowledge base currency and completeness
◆ Faster dissemination of expert knowledge and time to CSR proficiency
◆ Decreased systems management costs related to decommissioned systems
H E L P S T R E A M C A S E S T U D Y
For Infusionsoft, providing small businesses with innovative strategies for
growth isn’t just about developing great marketing automation software –
it’s about an unrelenting commitment to provide truly exceptional
customer service. As their recent top 10 ranking in revenue growth
on Software Magazine’s Software 500 list illustrates, their commitment
to creating great customer success stories is beginning to pay off.
For Infusionsoft, headquartered outside of Phoenix, Arizona, improving theircustomers’ sales conversion rates and helping them drive repeat business hasalways been a key focus. Their products have come to represent ease of use andaffordability, particularly for companies with between 1 and 25 employees.
But, even more importantly, maintaining the Infusionsoft brand and enablingentrepreneurs to create personalized marketing and sales communications hasbecome integral to the success of many of their customers’ growth strategies.It’s no wonder that 20% of Infusionsoft customers doubled their sales in thelast year alone.
Key Challenge
Manage Growth While Providing Exceptional Customer ServiceIn 2008, Infusionsoft’s rapid growth posed significant challenges. They hadalways provided customers unlimited, friendly telephone support. The problemnow became a pressing need to be more efficient in delivering services to alarger and more diverse customer base.
For example, agents had access to a popular knowledge management tool, butagent-assisted support processes could not scale fast enough to accommodateincreased demands. A standalone customer forum also provided tantalizingpromise. It enabled customers to interact and get answers to questions, but asthe number of users increased discussion threads became long and branched to multiple topics. Users needed to read through multiple pages to get to thebest answer to their question, and they began to rely on calling agents to getquick answers.
The customer case tracking system itself was homegrown and not integratedwith either the forum or the knowledge base. The result – proliferation ofmanual activities across multiple support processes required to log cases,research and communicate solutions, and maintain the knowledge base.
Before long, it became obvious that to support their business growth, customersupport would need to be completely reengineered. So would supportingprocesses across multiple departments including sales, marketing, finance,product management, and product development.
®
community-driven customer service
The SolutionCommunity-Driven Customer ServiceThe customer service team needed a way to increase agentproductivity. They wanted to give customers easy access toknowledge base articles, get customers helping other cus-tomers and contribute their own solutions to the knowledgebase, and free up agents from routine requests enabling themto focus on tough problems and relationship building. Theyalso felt that building a vibrant Web-based communityoffered significant promise to provide greater insight into thecustomer experience and how they were using Infusionsoft’sproducts. This would enable service agents to fine tune theirefforts and provide exceptional customer service.
After evaluating multiple approaches and technologies includ-ing wikis, forums, and traditional customer relationship management systems, Infusionsoft selected Helpstream’s community-driven customer service solution. Helpstream’sintegrated community, knowledge base, case management and self-service portal provided an exact match to their needs.Best of all, Helpstream’s Software-as-a-Service design providedInfusionsoft compelling low total cost of ownership benefits.
HelpstreamEasy to Use and DeployAfter an approximately 8 week deployment, Infusionsoft configured Helpstream for guest and registered user accessbehind the Support tab of their website. Infusionsoft cus-tomers who clicked the help tab in their software applicationreceived immediate access to Helpstream’s self-service portal,branded with the Infusionsoft logo and color palette.Infusionsoft configured Helpstream’s advanced permissioncontrols to provide customers access to authorized content.
They enabled customers to search for information, ask andanswer questions, comment or vote on content submitted byother users, and launch a case to customer support if theyneeded additional help. Portal users could now establish andpublish their personal profile to highlight their backgroundand subject areas of expertise.
Behind the scenes, Infusionsoft deployed extensive processworkflows, using an assortment of queues, custom fields, business rules, escalations and tailored email templates, structuring prioritized support processes to fit their needs.Simple requests like password reset now get automaticallyresolved and more complex problems are routed to agentswith appropriate training and expertise.
Because continuous service innovation is critical, Infusionsoftactively monitors search traffic on the portal – identifyingwhat information customers find most and least useful, andwhat is missing. Valuable customer comments are easily incor-porated into solution articles and the knowledge base is con-tinuously enhanced by converting appropriate Q&A threadsand case histories into reusable, searchable solution articles.
BenefitsRapid Return on InvestmentCustomer response to Infusionsoft’s new self service portal has been overwhelmingly positive. Because customers can get quick answers to questions via Helpstream’s integratedcommunity and knowledge base, self service is becoming acustomer preferred channel. Agent workload is decreasing and overall job satisfaction across the customer service team is on target with management objectives.
Helpstream’s tight integration of knowledge base, customersupport, and community processes is also delivering com-pelling strategic benefits. As their business continues to grow,it is providing them critical insights into customer behaviorand perceptions of their products. This helps identify oppor-tunities for cross- and up-selling and focuses the entire organi-zation on becoming even more responsive to customer needs.
Perhaps best of all, Infusionsoft has been able to raise the barin customer service and continue to deliver a differentiatinglevel of service at a total cost of ownership far below whatcompeting solutions would have been able to provide. As a result, when customers retain their relationship withInfusionsoft and add more products, the profitability of their customer service team is increasing over time.
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The Infusionsoft portal lets customers search across their knowledge base, ask questions, and submit cases for agent assisted resolution.The Infusionsoft knowledge base provides classified content to both agentsand customers, and it allows contributions from all community members.
“Helpstream allows us to keep our support organization lean,while at the same time enabling us to provide outstanding serviceand support to our customers.The features and ease of useempowers our customers to discover answers to questions on their own through the rich content provided, which frees my team up for critical support issues. Using Helpstream has cut ourtickets in half and increased customer satisfaction tremendously.”
Joanne Ravielli Vice President Customer Service and Support of Infusionsoft
Helpstream, Inc | 2001 Landings Drive | Mountain View, CA 94043 | Phone: 650.605.6800 | [email protected] | www.helpstream.com
©2009 Helpstream, Inc. Helpstream is a U.S. Registered Service Mark of Helpstream, Inc.
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